Terrace/patio

Reviews of Hard Rock Hotel Riviera Maya - Adults Only - All Inclusive

4.5 out of 5
Hard Rock Hotel Riviera Maya - Adults Only - All Inclusive
Carretera Cancun-Chetumal KM 72, Riviera Maya, Puerto Aventuras, QROO

Reviews

8.2

Very Good

Rating 10 - Excellent. 199 out of 389 reviews" "
Rating 8 - Good. 87 out of 389 reviews" "
Rating 6 - Okay. 64 out of 389 reviews" "
Rating 4 - Poor. 18 out of 389 reviews" "
Rating 2 - Terrible. 21 out of 389 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.4/10

Amenities

8.6/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

8/10 Good

Eduardo

Liked: Cleanliness, staff & service
We have a issue whit our toilet for 2 days was making wear noises after you flushed, they give me a massage for me and my wife, but was kind of disturbed, also the page in Expedia said that you have one bottle of bounle wine per stay and they said than no and they charge me for bottle, there some amenities that they don’t have anymore but still advertised.
Stayed 4 nights in Mar 2024
Response from Coupat on Mar 18, 2024
Dear Eduardo, Thank you so much for sharing your experience with us. Your comments are much appreciated. I'm pleased you have enjoyed most of your experience at our resort. However, there are a few points that require our attention and I assure you that we are working diligently to address those areas of opportunity and improve our overall service and therefore the Hard Rock Experience.It’s been a pleasure having you with us and we look forward to your next vacation. We would love to have you back and make another great memory together.Regards,Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

Osmond Curtis

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Feb 2024
Response from Oliver Coupat on Mar 3, 2024
Dear,Thank you for taking the time to share your comments. We are delighted to know that your stay was enjoyable and appreciate your wonderful comments about the staff and our property.We always find it nice to know that our guests have returned home with great memories of their vacation here at Hard Rock Hotel Riviera Maya and we are very grateful for the time and effort you have put into sharing your personal experience about their fantastic stay. Our team looks forward to welcoming you home in the not-too-distant future!Regards,Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Jessica Amanda

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
We spent nearly 3500 on a vacation for two with a swim up room. Our expectations for superior service were met, the staff is wonderful and kind. But in all truth - the food was mediocre at best and the reservation system isn’t the greatest either. We were very disappointed in our all inclusive meals except for Wai - the Thai restaurant. Our swim up pool room faced the restaurant Faro and had no views of the ocean. We literally stared at a wall. Overall, we don’t recommend the hard rock if you’re looking for elevated dining and a peaceful vacation. We were on the adults only side, so we can only speak to that area. But overall, if we ever go back, we would definitely stay elsewhere for the price. We paid over 1000 a day for accommodations and mediocre food.
Stayed 3 nights in Feb 2024
Response from Coupat on Feb 27, 2024
Dear Jessica,I really appreciate your time and comments about our resort. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking service.Your comfort is very important to us, we have designed our facilities and services for you, from children to adults there is always something to do. In addition, our band members do their best every single day to create great memories with us!I hope to see you soon and make another memory with the band. Sincerely, Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

2/10 Terrible

Sandra Lynn

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Could not get food 24/7.....around 4;30 when we arrived.....very little selection.....plus......a lot of walking for my age
Stayed 5 nights in Feb 2024
Response from Coupat on Feb 21, 2024
Dear Sandra,I would like to thank you for sharing your opinion with us. This office is aware of your dissatisfaction and on behalf of Hard Rock Hotel Riviera Maya; we offer you our most sincere apologies for having fallen short of your expectations. We would like to change your perception of our service as it is our main goal to achieve your satisfaction with the epic service that sets us apart.I will have one of our specialists contact you to further discuss this matter.Sincerely,Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

Reese

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Best resort ever
Stayed 3 nights in Feb 2024
Response from Olivier Coupat on Feb 20, 2024
Thank you for taking the time to share your comments. We are delighted to know that your stay was enjoyable and appreciate your wonderful comments about the staff and our property.We always find it nice to know that our guests have returned home with great memories of their vacation here at Hard Rock Hotel Riviera Maya and we are very grateful for the time and effort you have put into sharing your personal experience about their fantastic stay. Our team looks forward to welcoming you home in the not-too-distant future!Regards,Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

8/10 Good

Jon

Traveled with partner
Liked: Cleanliness, staff & service, amenities
The property shows age, for instance. The stairs leading to the roof were old, creaky, and warped. picture showed tub in room. tub was located on roof. not a large jacuzzies like pictured in add. The workers were great, Maria at afar was awesome
Stayed 11 nights in Feb 2024
Response from Olivier on Feb 18, 2024
On behalf of Hard Rock Hotel Riviera Maya, I would like to thank you for taking the time to share yourvaluable feedback. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are afew points that require our attention and I assure you that we are working diligently to address thoseareas of opportunity to improve our overall service.Once again thank you for choosing Hard Rock Hotel Riviera Maya, it has been a pleasure having youhere and we all look forward to your next visit.Olivier Coupat,General ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Jeff

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was our second visit to the Hard Rock Riviera Maya, the first was in 2017. We were excited that they added a new wing that is completely catered to adults, but it wasn't what we expected based on our past experience. The adult only pool in 2017 was a party pool for adults only and they played a bunch of fun, adult oriented games throughout the day and provided great entertainment. Now the new adult pool is super boring, no games, no entertainment, and seems to be catered to an older crowd that wants quiet. We always thought of the Hard Rock as a great party resort, but the changes they made drastically changed that feel. The old adult pool, which now allows kids, is pretty fun and the entertainment staff is great, but it has to be completely kid friendly which doesn't make sense since the pools on the family side have plenty of kid activities. We enjoyed our stay and made the best of the changes, but most likely will not return to this resort. To solve the problem, they should have 2 adult pools, a party pool, and a quiet pool and they should not allow kids anywhere near those parts of the property. The shows have also gone downhill since our last visit. We kept hearing how good the Michael Jackson show was and we were excited to see it because it was great in 2017. The MJ entertainer was a good dance, but his look was really off and there were parts we he sang live, which was pretty bad. The dancers were out of sync and it just seemed like a cheap version.
Stayed 8 nights in Jan 2024
Response from Olivier Coupat on Feb 7, 2024
Dear Jeff,I really appreciate your time and comments about our resort. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking service.Your comfort is very important to us, we have designed our facilities and services for you, from children to adults there is always something to do. In addition, our band members do their best every single day to create great memories with us!I hope to see you soon and make another memory with the band. Sincerely, Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

4/10 Poor

Chad

Traveled with group
1st be warned as soon as you enter the resort you will be escorted to the lobby where they will try to sell you time share and you will not be checked in until this happens We stayed at the heaven adults only side which was nice but there were zero activities going on at the pool, there is not adults only lobby so enjoy the kids running around the lobby. Also the majority of the guests are in the late stages of their life. If you want to have fun at the pool go somewhere else because the only other pools is hacienda azul where you can enjoy Kenya, and ping pong completions kids are also allowed at this pool so don’t hold your breath for adult fun. The employees are nice and accommodating The room was mediocre I upgraded to a rooftop room in which the hot tub had two temperatures scalding hot or freezing cold, the new tubs they put in are not wired to allow the jets to work. More on the room spent two days without power and no water intermittently. The adult side which is called heaven has zero bars with exception to the bar in the restaurant, also beware if you stay at heaven they will tell you only heaven guests can be over in the adults only pool by way of special bracelets, the fact is they let anyone from any level of stay partake in the heaven side of the property. 3 years ago this place was a great time and a ton of activities for adults. New ownership and it’s gone to the wayside. I will not return.
Stayed 8 nights in Jan 2024
Response from Coupat on Feb 3, 2024
Dear Chad,I would like to thank you for sharing your opinion with us. This office is aware of your dissatisfaction and on behalf of Hard Rock Hotel Riviera Maya; we offer you our most sincere apologies for having fallen short of your expectations. We would like to change your perception of our service as it is our main goal to achieve your satisfaction with the epic service that sets us apart.I will have one of our specialists contact you to further discuss this matter.Sincerely,Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Lori

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Manu at Faro is amazing. Loved Japanese restaurant forgot his name. I loved that Everyone spoke English really well. it’s a beautiful nice place. I would have given 5 stars ⭐️ But I did not like is our very first morning there they kept us in a sells meeting, trying to push sells. We had to tell 5 people NO. Not the time or the place to push sells. We are on vacation! We want fun and not to be pushed around by sell people!!!
Stayed 6 nights in Jan 2024
Response from Coupat on Feb 3, 2024
Hello , Thank you so much for sharing your experience with us. We are happy to know you spent such an amazing time at our resort.Be sure we will notify all our rocking band members about your kind words that encourage us to keep on rocking every day!However, there are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking service.It’s been a pleasure having you here and cannot wait for your next vacation at Hard Rock Hotel Riviera Maya. RegardsOlivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Jennifer

Stayed 1 night in Jan 2024
Response from Coupat on Feb 5, 2024
Dear Jennifer,I really appreciate your time and comments about our resort. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking service.Your comfort is very important to us, we have designed our facilities and services for you, from children to adults there is always something to do. In addition, our band members do their best every single day to create great memories with us!I hope to see you soon and make another memory with the band. Sincerely, Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Colleen

Traveled with family and small children, Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Making dinner reservations was ridiculously difficult because they don’t tell you to add a zero to your booking number for the app! We were there five days and never got a reservation for a restaurant! Food was meh. Bread cheese and fruit were good. Room was beautiful.
Stayed 5 nights in Dec 2023
Response from Olivier on Jan 10, 2024
Dear Colleen,I really appreciate your time and comments about our resort. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking service.Your comfort is very important to us, we have designed our facilities and services for you, from children to adults there is always something to do. In addition, our band members do their best every single day to create great memories with us!I hope to see you soon and make another memory with the band. Sincerely, Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Nathan A

Liked: Staff & service
Stayed 5 nights in Dec 2023
Response from Olivier on Dec 30, 2023
Dear Nathan,On behalf of Hard Rock Hotel Riviera Maya, I would like to thank you for taking the time to share your valuable feedback. Your participation is very important because it helps us to take action of continuous improvement, and I assure you that we are working diligently to address those areas of opportunity to improve our overall service.I sincerely regret knowing that we have fallen short of your expectations. Nonetheless, please accept my apologies for any discomfort you may have experienced during your stay.We sincerely hope that you will give us the opportunity to host you again so we can provide you with the great service you deserve.Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Guillermo, HENDERSON

Liked: Cleanliness
Stayed 3 nights in Dec 2023
Response from Olivier on Dec 30, 2023
Estimado Guillermo,A nombre de Hard Rock Hotel Riviera Maya, queremos darle las gracias por su invaluable tiempo al enviar su opinión y retroalimentación sobre nuestro hotel.Después de leer sus comentarios, lamento sinceramente saber que no cumplimos con sus expectativas. No obstante, acepte mis disculpas por cualquier molestia que haya experimentado durante su reciente estadía.Esperamos sinceramente que nos brinde la oportunidad de recibirlo nuevamente para que podamos brindarle el excelente servicio que se merece.Sinceramente,Olivier CoupatGerente General Hard Rock Hotel Riviera Maya.

6/10 Okay

Piotr

Stayed 7 nights in Nov 2023
Response from Olivier Coupat on Dec 10, 2023
Thank you so much for sharing your experience with us. Here at Hard Rock Hotel Riviera Maya are glad to know you had such a great time.However, there are a few points that require our attention and I guarantee you that we are working hard in those areas of opportunity in order to improve our stunning. service.It’s been a pleasure having you with us and we cannot wait for your next visit. Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

Alicja

Disliked: Property conditions & facilities
Good!
Stayed 7 nights in Nov 2023
Response from Olivier Coupat on Dec 5, 2023
Thank you so much for taking the time to post your review regarding your last stay at Hard Rock Hotel Riviera Maya.I am thrilled to read your kind words about our food offer, but especially your remarks on service quality; it makes all our band members continue doing their best every single day!Hope that you choose us again as your traveling destination to keep on the good times and unforgettable memories.Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Patrina

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Food options were not the greatest and mixed drinks were hit or miss and too sweet. Overall stay was not not bad.
Stayed 5 nights in Nov 2023
Response from Olivier Coupat on Nov 28, 2023
I really appreciate your time and comments about our resort. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking serviceYour comfort is very important to us, we have designed our facilities and services for you, from children to adults there is always something to do. In addition, our band members do their best every single day to create great memories with us!I hope to see you soon and make another memory with the band. Sincerely, Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Gianna

Stayed 5 nights in Nov 2023
Response from Olivier Coupat on Dec 9, 2023
Dear Gianna, Your participation is very important because it helps us to take action for continuous improvement.We sincerely hope that you will allow us to host you again so we can provide you with the great service you deserve.

10/10 Excellent

Lindsay

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The food and drinks were very good for Mexico. The rooms where nice. The staff were very attentive. Our only small complaint was that there wasn’t enough golf carts taking people to and from the two lobbies.
Stayed 6 nights in Oct 2023
Response from Olivier Coupat on Nov 3, 2023
It has been our pleasure having you with us and we truly appreciate your positive comment. It is very gratifying to learn that you had a great experience at our hotel as we work constantly to get our guests’ satisfaction. We are very excited by your words. Everyone at Hard Rock Hotel Riviera Maya sends their regards and we look forward to having you back in a blink!Olivier CoupatGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Alfredo

Stayed 3 nights in Oct 2023
Response from Olivier on Oct 19, 2023
Apreciable Alfredo, A nombre de Hard Rock Hotel Riviera Maya, queremos darle las gracias por su invaluable tiempo al enviar su opinión sobre nuestro hotel, ya que su retroalimentación mide la percepción acerca de los servicios y facilidades que ofrecemos y uno de los principales objetivos de nuestra compañía es ofrecer siempre la máxima calidad de servicio a nuestros huéspedes, y que se encuentren satisfechos de habernos elegido.Lamento sinceramente saber que no cumplimos con sus expectativas. No obstante, acepte mis disculpas por cualquier molestia que haya experimentado durante su reciente estadía.Esperamos sinceramente que nos brinde la oportunidad de recibirlo nuevamente para que podamos brindarle el excelente servicio que se merece.Sinceramente,Olivier Coupat,Gerente General Hard Rock Hotel Riviera Maya

4/10 Poor

Saul

Traveled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
No beach
Stayed 6 nights in Sep 2023
Response from Jan Hundrieser on Oct 7, 2023
Dear SaulI would like to thank you for sharing your opinion with us. This office is aware of your dissatisfaction and on behalf of Hard Rock Hotel Riviera Maya; we offer you our most sincere apologies for having fallen short of your expectations. There are a few points that require our attention and I assure you that we are working diligently to address those areas of opportunity and improve our overall service and therefore the Hard Rock Experience.We look forward to proving our commitment to excellence sometime in the near future.

8/10 Good

Holly

Traveled with partner
Liked: Cleanliness, staff & service, amenities
I really had a good time, minus the food options. I thought it could have been better quality overall.
Stayed 4 nights in Sep 2023
Response from Jan Hundrieser on Oct 4, 2023
Than you so much for your comments:I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are a few points that require our attention and I assure you that we are sending these commments to the pertinente departments to address those areas of opportunity to improve our overall service.Once again thank you for choosing Hard Rock Hotel Riviera Maya, it has been a pleasure having you here and we all look forward to your next visit.

6/10 Okay

Taylor A

Traveled with partner
Liked: Cleanliness, staff & service, amenities
We really enjoyed the entertainment and the lagoon on this property. It was unfortunate though of the power and water being out for multiple days though.
Stayed 5 nights in Sep 2023
Response from Jan Hundrieser on Oct 3, 2023
On behalf of Hard Rock Hotel Riviera Maya, I would like to thank you for taking the time to share your valuable feedback through our satisfaction survey. Your opinion is very important to us since we strive to create authentic experiences that Rock!. Your comments measure the perception of the services and facilities offered by Hard Rock Hotel Riviera Maya and that is why your participation is very important.I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are a few points that require our attention and I assure you that we are sending these commments to the pertinente departments to address those areas of opportunity to improve our overall service.Once again thank you for choosing Hard Rock Hotel Riviera Maya, it has been a pleasure having you here and we all look forward to your next visit.Sincerely

10/10 Excellent

Jennifer

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Three pool options with one being adults only was great. The staff and guest were all very friendly.
Stayed 8 nights in Sep 2023
Response from jan on Oct 1, 2023
Thank you for taking the time to share your comments, We are delighted to know that your stay was enjoyable and appreciate your wonderful comment about the staff and our property.We always find it nice to know that our guests have returned home with great memories of their vacation here at Hard Rock Hotel Riviera Maya and we are very grateful for the time and effort you have put into sharing your personal experience about their fantastic stay. Our team looks forward to welcoming you home in the not-too-distant future!Regards,Jan HundrieserGeneral ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

Rafael

Stayed 5 nights in Sep 2023
Response from Jan Hundrieser on Oct 9, 2023
Estimado Rafael, Siempre puede contar con nuestro equipo de profesionales y disfrutar de la experiencia de alfombra roja en Hard Rock.Nos comprometemos a seguir ofreciéndole comodidades dignas de una estrella del rock y a hacer que sus futuras estancias sean legendarias.Una vez más, gracias por elegir Hard Rock Hotel Riviera Maya, ha sido un placer tenerle aquí y esperamos ansiosos su próxima visita.Sinceramente,

6/10 Okay

Steven

Liked: Cleanliness, staff & service, room comfort
Nice but missed the mark!
Pros: The staff was nice and friendly, and the food was decent. The Brazilian steak house "Ipanema" was amazing and the best dining experience at the resort. The staff at the faro restaurant were so nice. Cons: First let me say the drinks are 100% watered down. Even a straight shot of tequila from an unopened bottle is not the same as the US. What would get me buzzed at home didn't even faze me here. Not sure if its special lower proof alcohol or what. Second the biggest disappointment was the fact that wine is not all-inclusive, the only wine included is literally $2 trash wine from Chile. If you want good wine its only by the bottle and the price is extremely inflated like 5X the cost in the states. In terms of entertainment it was a let down, the day we arrived the waterpark closed due to broken pumps and we were informed it would be months until they were repaired. The Mayan stage show was marketed as family friendly but was so scary that kids were crying and even my wife and I left because it was too dark bordering demonic. Conclusion: If its just a couple and you want to just lounge by the pool and eat and drink all day then its ok. If you are family I would pick something else like Xcaret.
Stayed 3 nights in Aug 2023
Response from Jan Hundrieser on Aug 30, 2023
Dear Steven, I would like to thank you for taking the time to share your valuable feedback.After carefully reading your comments I sincerely regret knowing that we have fallen short of your expectations, Your participation is very important, as it helps us to take continuous improvement actions, and I assure you that we are working diligently to address those areas of opportunity to improve our overall service. Nonetheless, please accept my apologies for any discomfort you may have experienced during your recent stay.We sincerely hope that you will give us the opportunity to host you again so we can provide you with the great service you deserve.Sincerely,

6/10 Okay

Joseph

Liked: Cleanliness, property conditions & facilities
Stayed 3 nights in Aug 2023
Response from Jan on Aug 29, 2023
Dear Joseph,I really appreciate your time and comments about our resort. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking service.Your comfort is very important to us, we have designed our facilities and services for you, from children to adults there is always something to do. In addition, our band members do their best every single day to create great memories with us!I hope to see you soon and make another memory with the band. Sincerely, Jan Hundrieser General ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

Christopher

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was a wonderful experience!!! The property is amazing!!
Stayed 7 nights in Aug 2023
Response from Jan Hundrieser on Aug 26, 2023
Dear Christopher, We are very happy to know that you had a wonderful experience and that you enjoyed to the fullest our property!It has been a real pleasure having you here and we can not wait to see you again to create another great moment.Sincerely,

10/10 Excellent

Lori Marie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the upgrades made since I was there last.
Stayed 5 nights in Aug 2023
Response from Jan Hundrieser on Aug 26, 2023
Dear Lori Marie, Thank you for taking the time to share your feedback regarding your recent stay at our hotel. You can always count on our team of professionals and enjoy the red-carpet experience at Hard Rock.We are committed to continuing to provide rock-star-worthy amenities to you and making your future stays legendary. Sincerely,

8/10 Good

Tamara

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
There us room for improvement ! Hard Rock should assure Entertainment every single day when it comes to nigh-time for adults!! The only reason I will NOT come back or recommend the hotel is because the nightclub doesn't exist on week days Cannot dance at night on week days! After 1030 pm the place is dead!! Heaven bar is only open until 1 am When people are in vacation they want to party!! Otherwise everything is very good!! Food is excellent, great service! And the hotel is very clean and beautiful!!!
Stayed 5 nights in Jul 2023
Response from Jan Hundrieser on Jul 21, 2023
Dear Tamara, On behalf of Hard Rock Hotel Riviera Maya, we would like to thank you for your invaluable time sending your opinion and feedback on our hotel, your comments measure the perception of the services and facilities we offer and one of the main objectives of our company is to always offer the highest quality of service to our guests, and who are satisfied with having chosen us.We are aware that it is only possible to achieve success by offering unbeatable quality treatment and services, which is why your participation is very important, as they help us to take continuous improvement actions.We sincerely hope that you will give us the opportunity to host you again so we can provide you with the great service you deserve.

2/10 Terrible

Gabriel

Disliked: Cleanliness, staff & service
Stayed 5 nights in Jul 2023
Response from Jan Hundrieser - General Manager on Jul 17, 2023
Estimado Gabriel,Gracias por compartir sus impresiones personales de su reciente estancia en nuestro resort. Lamento saber que su experiencia no haya correspondido a la experiencia positiva que la mayoría de nuestros huéspedes tienen de su estancia con nosotros.Esperamos nos brinde una nueva oportunidad para brindarle el excelente servicio y atención que se merece y por el que somos reconocidos. Sinceramente.

8/10 Good

William Naurace

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 6 nights in Jul 2023
Response from Jan Hundrieser on Jul 16, 2023
Dar William Naurace, Your comments measure the perception of the services and facilities offered and that is why your participation is very important because it helps us to take action for continuous improvement.Once again thank you for choosing Hard Rock Hotel Riviera Maya, it has been a pleasure having you here and we all look forward to your next visit.Sincerely,

6/10 Okay

Jordan Breanne

Traveled with partner
Disliked: Cleanliness
The room was very clean. Unfortunately didn’t get to use the tub in the room the water was coming out very yellow/orange. Restaurants were good until mice poop fell from the ceiling on to my food. :( lots of monkeys running the property. I felt like I was in the movie Jumanji. Room service never came to clean our room the entire 5 night stay. A little disappointed..
Stayed 4 nights in Jun 2023
Response from JanHundrieserGerenteGeneralHardRockHotelRivieraMay on Jul 9, 2023
Dear Mr. Jordan,Thank you for taking the time to share your feedback regarding your recent stay at our hotel. At Hard Rock, we strive to deliver unparalleled service to all our valued guests and we are disappointed that you were unhappy with your experience.Through your feedback, we can improve our services and set the bar for delivering authentic experiences. Please share with us more information about your score, to strike these opportunities areas,While we look into this backstage, please let me know if I can be of any further assistance.Sincerely,

2/10 Terrible

Mareisa Trinidad

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
PÉSIMO HOTEM
Pésimo hotel, primero mi baño (WC) se salía el agua lo que hacía un olor horrible, Segundo nos corrian de todas partes, si llegabas 10:50 al desayuno te corrian a las 11 diciéndote que te daban todas las cosas en platos desechables, de pésimo gusto. Tercera la mayor parte del staff tiene muy mala cara, i sonríen y hacen su trabajo de mala gana. Cuarta la comida es mala. Considero que tiene un precio elevado para el servicio y productos que te ofrecen. No me gustan mucho los all-inclusive pero desfibraras este HOTEL en general es NO MALO…PESIMO
Stayed 1 night in Jun 2023
Response from jan on Jun 6, 2023
Muchas gracias por su comentario, me complace leer que usted pudo disfrutar la mayor parte de su experiencia Hard Rock Hotel Riviera Maya. Aun así existen algunos puntos que menciona que captan mi atención, estamos trabajando en ello. Le agradezco que se haya tomado el tiempo de compartirnos sus impresiones acerca de su visita. Saludos CordialesJan HundrieserGerente GeneralHard Rock Hotel Riviera Maya

10/10 Excellent

Iesha

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing property
Stayed 3 nights in May 2023
Response from Jan Hundrieser, General Manager on May 16, 2023
Dear Lesha,Thank you for taking the time to share your comments, we are very happy to knowthat your stay was very pleasant and appreciate your wonderful comment about thestaff and our property.We always find it nice to know that our guests have returned home with greatmemories of their vacation here at Hard Rock Hotel Riviera Maya and we are verygrateful for the time and effort you have put into sharing your personal experienceabout their amazing stay.Our team looks forward to welcoming you home in the not-too-distant future!Regards,

6/10 Okay

Sean

Liked: Cleanliness, staff & service
Response from jan on May 21, 2023
I really appreciate your time and comments about our resort. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking serviceYour comfort is very important to us, we have designed our facilities and services for you, from children to adults there is always something to do. In addition, our band members do their best every single day to create great memories with us!I hope to see you soon and make another memory with the band. Sincerely, Jan HundrieserGeneral ManagerHard Rock Hotel Riviera Maya

4/10 Poor

Fabiola

Stayed 1 night in Apr 2023
Response from Jan Hundrieser on May 4, 2023
Dear Fabiola,Your comments measure the perception of the services and facilities offered and that is why your participation is very important because it helps us to take action for continuous improvement.Once again thank you for choosing Hard Rock Hotel Riviera Maya,We sincerely hope that you will give us the opportunity to host you again so we can provide you with the great service you deserve.

8/10 Good

Peter

Stayed 5 nights in Mar 2023
Response from Jan on Apr 14, 2023
Dear Peter, Thank you so much for take the time to share with us your experience.I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are a few points that require our attention, and I assure you that we are working diligently to address those areas of opportunity and improve our overall service and therefore the Hard Rock Experience.It’s been a pleasure having you with us, and we look forward to your next vacation. We would love to have you back and make another great memory together.Sincerely,

10/10 Excellent

Krystal

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Mar 2023
Response from Jan Hundrieser, General Manager on Mar 7, 2023
Hola Krystal,Be sure we will notify our staff about your kind words. Comments like yours encourage us to keep on rocking every day.Hope to see you soon and cannot wait for your next vacation with us!Rock N Roll!Jan Hundrieser General ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

Jeffery

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Tried to get into a couple restaurants and could t get reservation during our week stay. More availability for restaurants.
Stayed 6 nights in Feb 2023
Response from Jan Hundrieser, General Manager on Mar 5, 2023
Hola Jeffery,We all are pleased to know that you continue enjoying the Hard Rock experience on each visit. It is our mission to ensure that all our guests enjoy our facilities and receive the best treatment from our band members.Feedback like yours makes us feel proud and encourage all our band members to do their best every day.We look forward to having you and all your family back to keep on the good times.Sincerely, Jan Hundrieser General ManagerHard Rock Hotel Riviera Maya

8/10 Good

Gerardo, West New York

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good food
Stayed 3 nights in Feb 2023
Response from gerardo on Feb 22, 2023
Hello Gerardo,Thank you for the great feedback on your recent holiday experience at our Hard Rock Hotel Riviera Maya; guest satisfaction is our number one goal and there is nothing better than achieving that, we are happy our hotel and staff were able to meet all your needs during your stay, we look forward to serving you again in the future.Best regards,Jan HundrieserGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Mruga, Halethorpe

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Feb 2023
Response from Jan Hundrieser, General Manager on Mar 7, 2023
Hola Mruga,Be sure we will notify our staff about your kind words. Comments like yours encourage us to keep on rocking every day.Hope to see you soon and cannot wait for your next vacation with us!Rock N Roll!Jan Hundrieser General ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

Aamandeep

Stayed 5 nights in Jan 2023
Response from Jan Hundrieser, General Manager on Mar 7, 2023
Hola Aamandeep,Be sure we will notify our staff about your kind words. Comments like yours encourage us to keep on rocking every day.Hope to see you soon and cannot wait for your next vacation with us!Rock N Roll!Jan Hundrieser General ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

Courtney

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved everything about this resort. The food was amazing, the staff was very professional and polite. My girlfriend and I will definitely be checking out more hard rock adult only locations in the future.
Response from Courtney on Jan 10, 2023
Hello Courtney, Wow! Thank you so much for your detailed review! We are pleased to know we fulfilled our goal of giving you the Rock Star experience. It is gratifying to receive such comments as a vote of satisfaction, we are working hard to meet our high standards in quality and we feel really happy and proud to see that we are reaching the epic service that makes us stand out.Be sure that all our band members will know about your comments. This kind of feedback encourages us to do our best to give you an unforgettable stay. We cannot wait to welcome you again on our stage and provide you once more with the celebrity treatment you deserve.Keep on rolling!Jan HundrieserGeneral Manager

2/10 Terrible

Aaron

Traveled with group
Disliked: Cleanliness, staff & service
Do not book here! I accidentally double booked rooms for a trip. I immediately tried to cancel but it was nonrefundable. I reached out to Expedia who tried on my behalf. I asked the manger on arrival to please cancel the other room and they guaranteed that they would. They didn’t. $2000 charge for a room and all inclusive that wasn’t used. Pair that with no beach at all, substandard cleaning, short staffed at the bar and ok food and I would never book this place again. Also, buffet is a 10 minute walk, coffee is a hike, and overall just not the best. So many better choices in Riviera Maya.
Stayed 4 nights in Nov 2022
Response from Aaron on Nov 26, 2022
Dear Aaron,I would like to thank you for sharing your opinion with us. We are deeply sorry to hear that your experience was anything less than exceptional.There are specific points that require our attention. Be sure that we are working on those areas of opportunity in order to improve our rocking serviceYour comfort is very important As a guest of ours, you deserve the absolute best, and we are committed to providing you with just that. Thank you again for your honest feedback and I do hope we get the opportunity to welcome you back to provide you with the true Hard Rock experience.Sincerely,Jan HundrieserGeneral ManagerHard Rock Hotel Riviera Maya

10/10 Excellent

David

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Great service and food
Stayed 5 nights in Nov 2022
Response from Jan Hundrieser on Nov 12, 2022
Thank you so much for your wonderful comments! We are pleased to know we fulfilled our goal of giving you the Rock Star experience. It is gratifying to receive such comments as a vote of satisfaction, we are working hard to meet our high standards in quality and we feel really happy and proud to see that we are reaching the epic service that makes us stand out.Hope you choose us again as your traveling destination to keep on the good times and memories full of ROCK!!!Jan HundrieserGeneral ManagerHard Rock Hotel Riviera Maya

4/10 Poor

Susan

Traveled with group
Liked: Cleanliness, staff & service, amenities
Well, you know what you're getting from a Hard Rock property...loud and boisterous vs. serene and relaxing, even (especially?) on the adults-only side. Aesthetics of room and common spaces match that Hard Rock aesthetic, too. Property in need of some remodeling, particularly to address drainage issues. We had an issue with condition of our room and were moved promptly and with kind attention from the night manager. But the next day the manager on duty wanted to "offer" something, which was really just a request for us to waive any damage claims against them in exchange for an extra amenity (declined), which rubbed us the wrong way. I could tell the gentleman was a bit uncomfortable asking, which I attribute to his requirement to comply with some corporate policy. Staff are every where, friendly, and hardworking. Unfortunately, I think they, too, suffer from some of the hotel policies. For example, a couple near us asked for their entrees "to go" after one of them started feeling unwell. The meals were already plated and placed in front of them but the waitstaff could not package them up, citing a "no to-go orders" policy. Indeed we watched the meals go into the trash...rather than just being consumed by those who ordered them.
Response from Susan on Nov 7, 2022
Dear Susan,On behalf of Hard Rock Hotel Riviera Maya, I would like to thank you for taking the time to share yourvaluable feedback through our satisfaction survey. Your opinion is very important to us since we striveto create authentic experiences that Rock!. Your comments measure the perception of the servicesand facilities offered by Hard Rock Hotel Riviera Maya and that is why your participation is veryimportant.I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are afew points that require our attention and I assure you that we are working diligently to address thoseareas of opportunity to improve our overall service.Once again thank you for choosing Hard Rock Hotel Riviera Maya, it has been a pleasure having youhere and we all look forward to your next visit.Jan HundrieserGeneral ManagerHard Rock Hotel Riviera Maya

6/10 Okay

Nicola

Traveled with family
We understood that coming to the Hard Rock Hotel we could expect a certain level of noise. What we didn't expect was a repetitive playlist, played at an ear-shattering volume, for about seven hours a day. If I have to hear Livin' On A Prayer one more time before I die, it'll be one more time too many. The noise made it impossible to enjoy the patio that was attached to our room, the hammock or the sunbeds. We just stayed inside with the door shut and, more often than not, white noise playing through our earbuds to cancel out the horrible music. That didn't stop us being able to feel the vibrations of it in our chests, though. Wherever we went on the resort, at whatever time, we couldn't find any peace. Beaches, pools, restaurants, communal indoor areas...everywhere we went, there was loud music. I like music. I do. But not the same songs, at top volume, ALL DAY, EVERY DAY. It started to feel like some kind of Death By Bon Jovi. Otherwise, we had a nice enough time. Plenty to do, decent food, staff doing their best, room clean if a little tired. But, for the love of all that is holy...turn the music down.
Stayed 7 nights in Sep 2022
Response from Jan Hundrieser, General Manager on Sep 21, 2022
Dear Nicola, Thank you so much for sharing your experience with us. Your comments are much appreciated. I'm pleased to read that you have enjoyed most of your experience at our resort. However, there are a few points that require our attention and I assure you that we are working diligently to address those areas of opportunity and improve our overall service and therefore the Hard Rock Experience.It’s been a pleasure having you with us and we look forward to your next vacation. We would love to have you back and make another great memory together.RegardsJan Hundrieser General ManagerHard Rock Hotel Riviera Maya

8/10 Good

Quinn

Gresr
Stayed 5 nights in May 2022
Response from Jan Hundrieser on Oct 13, 2022
Dear Quinn, Thank you so much for sharing your experience with us. It’s been a pleasure having you here and cannot wait for your next vacation at Hard Rock Hotel Riviera Maya. Regards, Jan Hundrieser General Manager Hard Rock Hotel Riviera Maya

8/10 Good

Claudia

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in May 2022
Response from Gerente General, Hard Rock Hotel Riviera Maya on Jun 2, 2022
Hola Claudia, Gracias por compartir su feedback con nosotros. Esperamos recibirla nuevamente.

10/10 Excellent

Socorro Andres

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service, staff, and experience.
Stayed 4 nights in May 2022
Response from Jan Hundrieser on Jun 11, 2022
It has been such a pleasure having you with us and we truly appreciate your positive comments. Facilities as well as the great service we provide are focused on creating unforgettable memories. It is very gratifying to hear you had a great experience at our hotel as we work constantly to get our guests’ satisfaction. Cannot wait for your next visit!